This same logic can be applied to many of the other subcategories. Consider how staff orientation, medical staff peer review, performance improvement or oral communication with/among physicians will be affected by the ‘people skills’ employed by and between all stakeholders.

What makes ‘people skills’ challenging to develop?

There are two main reasons why ‘people skills’ are challenging to develop in healthcare settings; they involve emotional risk and require behavior change. The true collaborative work necessary for patient safety requires that all voices be respected, spoken and heard. Yet speaking up for one’s self may mean risking judgment, humiliation or retaliation. It also requires being more accountable for ideas, limits and needs; i.e. taking on more power. Not only do these factors underlie our abilities to lead and follow, but they are crucial for the decision-making and versatility required to shift between the two seamlessly and in the moment. The surgeon who is directing the operating room team with a clear and authoritative demeanor and at any given moment is able to take in feedback and say, “Thanks for speaking up. I could have made a huge mistake,” is an example.

And we KNOW in healthcare, that behavior change is extremely hard to accomplish, just think about how patients (and ourselves) struggle with smoking cessation, increasing exercise and healthy eating! Behavior change involves motivation, skill and knowledge, along with a safe and receptive environment. Further, developing new behaviors requires practice. Toxic cultures and relentless and stressful workloads represent common barriers to developing these essential skills.

What kinds of teaching methods help to build ‘people skills?’

Healthcare professionals need experiential learning opportunities individually and with team members. Processes like leadership coaching and interactive workshops such as constructive feedback, medical simulation experiences that include elements of communication and collaboration and a newer process called medical improv or applied improvisation are helpful because they can include real life situations and relationships. It is extremely powerful for frontline nurses to learn assertiveness skills with physicians and other leaders who are learning to be better listeners.

In summary, the healthier the ‘people skills,’ the healthier the relationships, the systems and the outcomes will be. Learning the skills and practicing the behaviors is not easy, especially under the high-stakes, high-stress world of healthcare. If we want to provide the safest, highest quality and most cost-effective care possible, we must focus on both the science and art of safety.

Sources

The Joint Commission. Sentinel Event Data Root Causes by Event Type 2004 – 2Q 2014.http://www.jointcommission.org/assets/1/18/Root_Causes_by_Event_Type_2004-2Q_2014.pdf Accessed March 4, 2015
Boynton, B. Confident Voices in Heatlhcare Blog (2013). Shifting to collaborative behaviors with help from medical improv-the innovative bridge to positive patient experience, safe care, and rewarding work.http://www.confidentvoices.com/2013/06/29/shifting-to-collaborative-behaviors-with-help-from-medical-improv-the-innovative-bridge-to-positive-patient-experience-safe-care-rewarding-work/ Accessed March 4, 2015

Systemness